Skip to content
  • There are no suggestions because the search field is empty.

Managing Your 800 AI Agent's Knowledge Base

Your AI agent's knowledge base is what it references to answer caller questions accurately. Beyond adding documents, 800.com gives you tools to keep that knowledge accurate as your business, website, and call history evolve: inline editing, full Document History, and an automatic Content Check that flags conflicting or outdated information before it reaches a caller.

Knowledge Documents

To manage your agent's knowledge base, go to AI Agents > Agents, open your agent, and click the Knowledge tab.

Each document shows a Source, telling you where it came from:

  • Website Analysis — generated automatically by crawling your website.
  • Manual — uploaded or written directly by someone on your team.
  • Call Training — generated from patterns in your real call history. (See Training your agent on existing call transcriptions.)

This matters because it determines what gets touched during a retrain: retraining only updates Website Analysis documents. Manual and Call Training documents are never overwritten by a website retrain.

Training now generates a leaner set of knowledge — typically around 5 core documents (up to 20 for larger sites), with overlapping content like working hours and address consolidated so the FAQ document doesn't duplicate what's already covered elsewhere.

Editing a document:

  • Item names can be edited inline, directly in the document list.
  • Click into a document to edit its name and content. For uploaded files like PDFs, the content is shown as editable text (converted from the file) — you can rewrite it just like any other knowledge document.
  • You can also add a document by URL. When you do, you can enable automatic crawling for that page. Unlike a full website retrain, updates from a crawled URL apply automatically with no review step — so if you've manually removed something from that document, be aware a future crawl won't bring it back on its own the way a retrain does, but it also won't ask you to confirm changes first.

Document History

Every change to a document is tracked — whether it came from a retrain, a content check fix, or a manual edit.

To view a document's history: open the document and click History.

You'll see a full log, newest first, with:

  • A line-by-line diff of exactly what changed (removed content vs. added content).
  • Who made the change — labeled as your edit, a retrain update, or a content check fix.
  • Persistence across retrains. Decisions you make (like removing a line) stick — a future retrain won't silently restore something you removed.

If you want to undo a change, you can remove that entry from the history, which restores the previous version of that content.

You can also filter the history list, and each document has its own separate history — useful if your knowledge base has grown to include several files.

Retraining from Your Website

Retraining re-crawls your site and compares it against your current Website Analysis documents — but only checks for what's changed since the last retrain, not the whole site from scratch. This keeps the review step focused on what's actually new or different.

  1. From the Knowledge Base tab, click Retrain.
  2. You can retrain once every 3 days. It takes a few minutes to run, and you can leave the page — you'll be notified when it's ready.
  3. Once ready, click to Review the results. Each detected change is shown individually (for example, an updated phone number, service radius, or address), and you can apply or reject each one individually — you don't have to accept or deny everything at once.
  4. Apply the changes you want. Rejected changes won't resurface on the next retrain, since only new differences are checked each time.

Content Check

Content Check scans your agent's main prompt, skills, and knowledge base together, looking for conflicting, outdated, or contradictory information — including cases where your main prompt contradicts a knowledge document, or a skill references a custom field that doesn't exist yet.

To run a content check:

  1. From the Knowledge tab, click Check.
  2. If you have a large knowledge base, you'll see which documents are included in the check.
  3. The check runs in the background — you can leave the page and come back once it's ready, or cancel it before it finishes. You can rerun it as often as roughly every 30 minutes.

Reviewing results:

  • Issues are sorted by importance, each with a confidence score (e.g., "High confidence").
  • Each issue explains the conflict in plain language and shows the specific entries involved side by side.
  • For most issues, you can Remove one of the conflicting entries or leave it as-is.
  • Some issues are configuration-related rather than content-related (for example, a working-hours mismatch pulled from your agent's settings) — these can only be removed from the knowledge base here, not edited directly; you'd update the actual setting elsewhere.
  • If an issue involves a prompt referencing a custom field that doesn't exist, Content Check can create that field for you — you'll set the field type and whether it's required, and assign it to the relevant skill. If a matching field already exists, it's reused instead of creating a duplicate.
  • Once an issue is resolved, it moves to a separate resolved issues view so your active list only shows what still needs attention.
  • If you edit a prompt after running a check, you'll see a notice that results may be outdated — rerun the check for an accurate list.

Resolutions to knowledge documents — approvals, rejections, and removals — are recorded in that document's Document History. Changes Content Check makes directly to your agent's Main Prompt take effect immediately as well, though these aren't tracked in a document's history since they're not tied to a knowledge file — keep this in mind if you want a record of prompt-level changes specifically.

Why This Matters

As your website changes, your call history grows, and you add documents manually, it's easy for outdated or conflicting information to creep in — an FAQ that says you don't offer a service your pricing sheet says you do, or a prompt instruction that contradicts your actual scheduling process. Content Check catches these automatically before a caller gets an inconsistent answer, and Document History gives you a clear, reversible record of how your agent's knowledge has evolved.

Need Help?

If you have questions during this process, you can Contact Our Support Team.